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A rant about Comcast customer service

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A rant about Comcast customer service

On July 8 I returned from vacation to a blue tv screen that said my cable box was updating.  Nothing I could do or the CSR could do would make it go away.  After 4 calls to 4 CSR's trying, I was told my box was too old to update, I needed a new box.  We are now in the week of July 18 without tv service.  The next CSR told me that they would send a new box no charge.  Waiting....next call, the CSR put the wrong shipping code in.  I asked to have a technician install the new box.  No, that'll be $70.  GRRR.  They said, "it's easy, just unplug and plug the cables and cords."  In the meantime, I received a call from someone in my city who offered a tech to come out.  I replied that they said it would be easy, so no need.  Finally after hours on hold, hours on the phone, hours waiting for the return calls, I received the box yesterday Aug 10.  The ports on the box are different, the cords are different and my tv is mounted and impossible to reach its connections.  I requested this morning that a tech come out and was told due to COVID that was not possible, even though a week ago I was offered the same.  

 

Please, please, I am begging Comcast to get a better phone system, one that has fewer prompts, gets you to a human faster and the ability of the call center CSR to send problems such as mine up the chain.  The way I finally got a bit of satisfaction was to speak to someone knowledgeable as though I wanted to add new service.  And still I have to wait for a call from the tech department.  Never once was I offered a reduction in billing and who knows when this story will end.  Thanks for listening.  I feel better now!  🙂 

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Re: A rant about Comcast customer service


@hollyat2443 wrote:

On July 8 I returned from vacation to a blue tv screen that said my cable box was updating.  Nothing I could do or the CSR could do would make it go away.  After 4 calls to 4 CSR's trying, I was told my box was too old to update, I needed a new box.  We are now in the week of July 18 without tv service.  The next CSR told me that they would send a new box no charge.  Waiting....next call, the CSR put the wrong shipping code in.  I asked to have a technician install the new box.  No, that'll be $70.  GRRR.  They said, "it's easy, just unplug and plug the cables and cords."  In the meantime, I received a call from someone in my city who offered a tech to come out.  I replied that they said it would be easy, so no need.  Finally after hours on hold, hours on the phone, hours waiting for the return calls, I received the box yesterday Aug 10.  The ports on the box are different, the cords are different and my tv is mounted and impossible to reach its connections.  I requested this morning that a tech come out and was told due to COVID that was not possible, even though a week ago I was offered the same.  

 

Please, please, I am begging Comcast to get a better phone system, one that has fewer prompts, gets you to a human faster and the ability of the call center CSR to send problems such as mine up the chain.  The way I finally got a bit of satisfaction was to speak to someone knowledgeable as though I wanted to add new service.  And still I have to wait for a call from the tech department.  Never once was I offered a reduction in billing and who knows when this story will end.  Thanks for listening.  I feel better now!  🙂 


how is your TV connected to your current set top box? is your TV a flat screen TV? 



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